THE INFLUENCES OF E-SERVICE QUALITY TOWARD THE SUCCESS OF B2C E-COMMERCE INDUSTRY

Abstract

In Indonesia, competition in e-commerce has become extremely vigorous. Both older, existing companies and start-up e-commerce companies are competing with one another. Moreover, international competition is a fact of life for today’s e-commerce, and foreign players are starting to join the competition. Berrybenka.com and Zalora.co.id are examples of the older, existing e-commerce businesses in Indonesia. The number of Zalora visitors decreased from January 2016 to July 2016; however, the contrary was true for Berrybenka.com. This phenomenon is surprising, considering that Zalora claims to be the biggest online fashion retail company in Southeast Asia. Our research objective is to analyze the influence of e-service quality in the area of customer satisfaction. According to the theory, e-service quality, which includes of ease of use, website responsiveness, and information, is one of the factors that influence customer satisfaction. The researcher will use quantitative methods to analyze the results. The research population consists of the customers who have purchased products from Zalora.com. The online questionnaire in Google Docs was disseminated via social media and websites. The sample size was 150 respondents ranging in age from 15-34 years.